What you’ll do

Core Technology Support Responsibilities (approximately 85% of the role)

 Act as the first point of contact for all Technology-related issues within the company, responding to requests for technical assistance via phone and electronically.

 Respond to all inquiries promptly and with excellent customer service.

 Research answers to client questions using available information resources.

 Provide troubleshooting and resolution of software and technical issues when possible.

 Escalate Technology issues to the appropriate Technology department/personnel when unable to initially resolve.

 Document and track each issue through to resolution in a timely manner, ensuring that all initial contacts from internal customers are resolved.

 Troubleshoot reported problems by recreating the issue, performing root cause research, and testing possible solutions.

 Maintain an up-to-date level of knowledge with regards to technology, in particular systems and devices actively in use by the company.

 Work with Technology vendors in a professional manner.

 Provide remote support for PCs and non-PC devices, including printers and mobile phones,

when possible.

 Provide administrative support to the Technology team as required.

 Assist as needed with new initiatives within the Technology department.

 Assist with network administration (remotely).

 Troubleshoot equipment problems remotely to the extent possible.

 Other duties, responsibilities,



and special projects as assigned.

AI Support Responsibilities (approximately 15% of the role)

 Provide Tier 1 support for approved enterprise AI tools, limited to routine access, account, and common how-to questions using established procedures.

 Log and resolve routine AI requests through the standard Technology support process; escalate complex technical, security, policy, or governance matters to the AI Administrator.

 Assist with documented AI account provisioning and deprovisioning and direct employees to approved self-service resources.

What you’ll bring

 Minimum of 2 years’ experience in remote Technology support at an enterprise corporate level

 Knowledge of mobile device configuration and support (Apple and Android).

 Required experience in supporting Mac OS laptops and iOS devices, preferably with JAMF Device

Management Utility.

 Experience with Active Directory preferred.

 Experience with Zoom communication platform.

 Excellent customer service.

 Ability to handle sensitive and challenging support situations with a calm and methodical approach.

 Experience working with Executives and sensitive Technology situations.

 Excellent verbal and written communication skills.

 Proven ability and desire to learn new software systems.

Conditions

- Work from home
- Indefinite contract
- Prepaid medicine
- Life insurance
- Birthday day off

📌 Help Desk Specialist (Colombia)
🏢 Booth
📍 Colombia